Andrew Guild Email & Phone Number

Los Angeles, California, United States

Boston, Massachusetts, United States

Boston, Massachusetts, United States

Andover, MA

• Accountable for strategic planning, operational excellence, and transformation of critical elements of service quality for Charter Communications’ cloud computing line of business (Navisite), contributing to a 46 point.
• Built 16 person global team accountable for process management, service improvement, business analysis, technical writing, performance auditing, training, change management, organizational change, and support of.
• Directed process evolution and tools enablement contributing to a 63% reduction in incident volume, a 38% increase in service desk ticket quality, and increased stability and speed of execution
• Developed requirements, documentation, training program, and metrics for new ITSM/tool stack; overhauled key business data, oversaw pre-deployment testing and post-deployment business support activities, and.
• Delivered global training programs for core client-facing business units, with a focus on quality of service and communication
• Charter Communications “ONE Award” Recipient, Q3 2017: Awarded to one employee quarterly for exceptional contributions

Andover, MA

(See Senior Manager, Service Excellence role)

Andover, MA

(See Senior Manager, Service Excellence role)

Miami/Fort Lauderdale Area

As a dedicated contract consultant, I advised on, enabled, and contributed to the delivery of new ServiceNow ITSM process modules/tool stack within a Fortune 300 company. Primarily focused on Service Asset & Configuration Management and Request Fulfillment Management, as well as enabling the configuration and adoption of ServiceNow ITSM within the.

Greater Boston Area

• Led Dimension Data America's Service Asset & Configuration Management (SACM) processes as SME in Configuration Management Database (CMDB) architecture, design, and value. Drove process definition, enhancements, and.
• Designed key components of new global SACM strategy, plan, controls, and standards / operational data requirements for each tier of service offered by Dimension Data MS globally, which served as requirements for global.
• Enabled a 340% increase in control and update tasks by launching a new asset management process for operational data management and multiple sub-processes for the reporting of data discrepancies or process gaps.
• Designed and implemented new Service Desk processes of critical strategic value at the request of leadership. Projects included service contract entitlement, hierarchical escalation, and quality assurance processes.

Greater Boston Area

• Responsible for optimizing the delivery of services rendered by Managed Services (MS) service centers in the Western Hemisphere.
• Overhauled staffing model to ensure required skills & languages through resource capacity planning/utilization forecasting
• Enabled a 72% improvement in Service Level Agreement performance in 3 months through service improvement, ITSM dashboard design, improved escalation management, formalized queue management, and revised performance.

Boston, MA

Responsible for end-to-end management of active client-facing tasks owned by Dimension Data Americas Managed Services.

Education record

High School Degree

Masters Of Arts, International Relations (Concentrations In Energy Security & Asian Politics And Development)

Activities and Societies: University of St. Andrews Lacrosse Team (Captain); Scottish National Lacrosse Team; Scottish Universities.